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Salary- Salary: G6 £27,803 - £32,076 per annum
- Contract: Fixed Term 12 Months
- Hours: 37 per week covering shift patterns between 8:00am to 5.00pm
Are you a good problem solver and communicator?
Can you ask the right questions to resolve end user IT problems quickly and successfully?
Do you have the desire and commitment to work in a busy IT Service Desk environment?
We have a vacancy for a 2nd LineSupport Officer within the DaTS Customer Services Team (ICT customer Services Team).
The 2nd Line Support Team are part of the Customer Services team based within the Civic Centre in Walsall, providing IT support to Council employees throughout the borough which requires them to visit external sites such as Libraries and Active Living Centres to troubleshoot and fix hardware and software issues. A council van is provided for this purpose.
The 2nd Line Support Team are responsible for resolving technical incidents and for escalating or passing incidents to other teams within DaTS or third party external suppliers.
The 2nd Line Support Team also provide a configuration and installation services to our customers who collect new equipment such as laptops and mobile devices. Currently the team is involved with a project to refresh our estate of laptops, replacing older machines with new Windows 11 compatible devices.
The 2nd Line Support Team are expected to resolve 90% of incidents passed to them by using their own knowledge and liaising with 3rd line teams.
The role is varied - each day has different challenges; the council has a wide range of technology in place and has IT users with many different requirements.
View Job Description & Employee Specification
Closing Date: Friday 23 rd February 2024 (See Note Below - this vacancy may be closed earlier than indicated)
Important note: When completing your online application form, you will be asked to enter supporting information. You must enter a detailed supporting information statement describing how your skills, abilities and experience meet the specific criteria included in the employee specification. If you do not include a supporting information statement, you will not be shortlisted. Please do not add a CV as we do not accept them. Please see our Information for Applicants leaflet for further information.
Previous applicants need not apply.
Please be aware that this is a “rolling advert” and that during this time applications will be reviewed as part of the shortlisting process on a regular basis. Interviews will also be convened at regular intervals. Any candidates that are unsuccessful during either the shortlisting or interview stages will not be reconsidered if they re-apply during this time. The advert will be closed when all positions are filled and therefore, we encourage you to submit your application at the earliest opportunity.
Interviews will be held remotely using Microsoft Teams.
After completion of the interview there will be a verbal technical test over Teams.
For this role the successful candidates must undergo a Baseline Personnel Security Standard (BPSS) check. BPSS is the minimum standard to ensure the identity and integrity of an employee who has access to official information using secure networks linking central government and local authorities. A BPSS check involves four main elements; Identity Check, National and Immigration Status, Employment History (last 3 years) and Verification of Criminal Record (unspent convictions only).
This post is covered by the Government’s Code of Practice on the English Language Fluency Duty for public sector workers.
